ITSM Manager

Job Role - IT Service Operations Manager Location - Dubai, UAE About the Role The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function. This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation. It is a hands-on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT. Key Responsibilities IT Service Management • Own the end-to-end ITSM framework, ensuring consistent service delivery across all locations • Establish a clear L1/L2 service model with structured ticket routing • Drive continual service improvement using data, metrics, and feedback loops Incident Management • Own the Major Incident Management process, formal escalation paths, named incident commanders, bridge protocols, and structured executive communications • Ensure mandatory Root Cause Analysis on all P1 and P2 incidents within agreed timeframes • Establish ticket priority discipline and bring P1 volumes to industry norms • Drive proactive incident detection through monitoring Change Management • Own the ITIL-aligned change management process, including Change Advisory Board (CAB) and Technical Advisory Board (TAB) • Ensure changes are presented by business or application owners with proper documentation, impact assessment, and rollback plans • Enforce multi-party approvals and structured change governance Service Desk & Field Support • Lead 24/7 service desk operations and regional field support • Ensure consistent standards, tooling, and service quality across all locations • Build a comprehensive knowledge base capturing institutional knowledge • Design and launch self-service capabilities to reduce ticket volume Monitoring & Operational Visibility • Centralise monitoring and alerting under a single team • Build and maintain operational dashboards for leadership visibility • Establish weekly operational reporting cadence with consistent KPIs (SLA, MTTR, incident counts, change success rates) Team Leadership • Lead a team across service desk, field support, and operations • Build a culture of professionalism, accountability, and service excellence • Coach, develop, and grow team members through certification and clear growth paths • Demonstrated experience implementing or maturing ITIL-aligned practices, particularly incident, change, and problem management • Hands-on experience with enterprise ITSM platforms • Experience with any MNC is mandatory • Strong experience with monitoring and observability tooling • ITIL v4 Foundation certification (Managing Professional preferred) • Excellent written and spoken English